Advanced call center software enables inbound call center agents to get a clear view into their performance with comprehensive real-time and historical reporting. Agents are then able to make data-driven assessments of their efficacy and adjust their workflows accordingly.
Reporting metrics provide an unbiased picture of call center agent performance. Call center solutions with robust functionality offer customizable agent reports, so that agents have an overarching picture of their work.
Analyzing call center metrics may even help reduce agent stress because they will not have to guess at how they are doing. Further, it will give call center agents the chance to establish clear cut goals for themselves.
This post is for any new inbound call center agent or manager who is wondering what to make of the metrics they see in their report. Below are the top 5 metrics call center agents should track for a 360 view of their performance:
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The total number of calls handled by the agent in a given time period.
The average amount of time it takes the call center agent to accept incoming call requests.
The sum total of talk time, hold time and after call work an agent engages in, divided by the number of calls handled. Average handle time can be used to easily determine agent efficiency.
Call disposition codes allow call center agents to assign a tag to each call after it has ended. These tags can describe the type of call, reason for call, outcome of call and desired after-call action. Analyzing the percentage of different disposition codes an agent has recorded is a quick way to quantify the success of their calls.
Agent status allows call center agents to mark their current circumstance so that the rest of the team has visibility into it. Typical agent statuses are “Available,” “On a Call,” “After Call Work,” “Offline,” and “Away.” Agent status can be used to determine if agents are using their time effectively.
In addition to looking at the data on their own performance, call center agents may appreciate having visibility into their ring group or the performance of the call center as a whole. This may help them with benchmarking and goal setting. Some companies even use call center gamification as an incentive system for performance.
Call center agents benefit greatly from having access to reporting metrics. This is why advanced call center solutions come with real-time and historical reporting out-of-the-box. Explore what reporting can mean to your performance with Talkdesk.